The player from Germany was experiencing difficulties withdrawing winnings since his country became a restricted jurisdiction. The player confirmed he received a payment of his remaining balance approximately 2 weeks after the complaint was submitted. The complaint is resolved.
SpinBounty Casino - Player’s funds have been withheld.
Amount: €489.6
SpinBounty Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I signed up a few days ago and now the service has stopped in my country so I can no longer access the site. However, I still had €700 in my account. The casino refuses to pay out my money.
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1 year ago
Dear wuhu93,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please advise if your account was successfully verified in the past? Are those withheld funds your winnings or just a deposit? Have you been warned that the website will become inaccessible from your region?
Meanwhile, I have updated our review and added Germany as a restricted country in our system.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply and we really appreciate that you contacted us with this update.
Best regards,
Petronela
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1 year ago
Translation
Hello Petronela,
Many thanks for the quick response. I will try to answer the questions as detailed as possible.
Has my account been verified?
My account is fully verified including payment method.
Are the monies withheld winnings or deposit?
It's exactly €200 from a fully wagered bonus, around €300 real money from a deposit I've been playing with for a while (can't tell exactly without accessing the site) and around €200 partially wagered bonus. The amount in dispute should actually be around €500, excluding the bonus.
In fact, I had already wanted to have the €200 paid out, but the payout was canceled for alleged technical reasons a few hours before the service in DE was discontinued with the message that I should request it again. The fact that technical reasons were mentioned is also proof that the account is verified, because otherwise the reason would have been a lack of verification. I suspect that this was done on purpose to delay the withdrawal (the casino gives itself 36 hours to process a withdrawal and the 36 hours had expired) in order to be able to keep the €200. I will attach a screenshot of the email.
I then, to prevent an available bonus from expiring, deposited €350 instead of making a new request (active bonuses automatically cancel withdrawal requests) and after a few hours of play then access from DE was blocked and the €200+ approx. €300 retained from the last deposit.
Have I been warned that the site will no longer be accessible from my region?
No, I wasn't. Of course, there may be a clue hidden somewhere on the site, but if there is, it's not very visible. However, customers cannot be expected to search the last few corners of the casino for clues as to whether the service will be discontinued in the next few days.
The casino assigns customers a personal advisor and I called mine a day or two beforehand (what makes a good casino to me, what kind of bonuses are my favorites etc.). If the casino were interested in warning the customers in advance, then the warning would have come in this conversation, but it was not mentioned at all, otherwise I would of course not have made a deposit on the day the service was discontinued. The casino also has a German customer service so the agent had to know I would be affected but didn't warn me and credited me with an extra bonus a day or two before the DE ban.
In my opinion, the aborted payment due to alleged technical problems and the omission of the warning in the phone call to the personal customer advisor was deliberately deceptive in order to be able to withhold the money. Whether this is so is speculation, but the casino's refusal to pay out the money is definitely theft.
Best regards,
wuhu93
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1 year ago
Thank you very much, wuhu93, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello dear All)
Thank you for contacting. The closure of the casino is due to the requirement of the local licensee.
We remain in touch with our players until all our duties are completed.
The screenshot shows the personal account and the amount on the balance. Balance amount - 489.60 euro.
Additionally, the player asked to return the money that was accrued as a bonus.
Dear player, we can only return the money that you have on your balance. Your request is being considered.
We are sorry that you didn't have time to use the bonus.
Dear wuhu93, please stay in touch with us and we will quickly resolve your request.
Best regards,
SpinBounty Casino
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1 year ago
Translation
Thanks for the answer. Too bad that live support twice refused to help me when I asked for my real money balance to be returned. I hope that the remaining amount of real money will be in my account within the next few days and if so I will contact you so that the complaint can be closed.
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1 year ago
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It has been 4 days since my real money balance return request submitted by my Personal Advisor.
It's been 2 days since the casino posted on this page.
The processing time for such applications is normally a maximum of 36 hours.
When I emailed customer service again, I received no response.
So I don't assume that the casino is still doing its duty.
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1 year ago
Greetings all,
Dear wuhu93,
I am sorry to hear about your negative experience. From now on, I will assist you with your issue. Since the casino already replied, I will directly continue to discuss it with the casino representative.
Dear SpinBounty Casino team,
Thank you for your explanation. Allow me please to ask you a few questions to clarify the situation.
I checked the casino's Terms and Conditions a while ago. Do I understand correctly that when playing with an active bonus, a player first plays with real money, and only after losing the balance of real money, do they play with the bonus funds?
Did wuhu93 play with only his real money balance before the casino stopped providing service to German players? If he only played with a real money balance deposited, were the bets deducted and the winnings credited from/to the real money balance? Did he also play with the bonus money, or did these funds remain untouched?
What is the estimated time frame for processing the withdrawal of the player's remaining balance?
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1 year ago
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Hello,
in fact, I can answer the questions myself. First of all, on 16.03. informed that the payout to my verified jeton wallet was not working, after which I had my bank account verified and then a return was requested. However, the money has not yet been received.
I can answer the questions for the casino myself. Players play with real money first, winnings and losses are credited to the real money until it is used up. The bonus money (€175 partially wagered in this case) remains unchanged until there is no more real money in the account or the wagering requirements are met and the bonus amount becomes real money.
The processing time for withdrawals is a maximum of 36 hours, which is also stated in the general terms and conditions.
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1 year ago
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The money came in today, so the case can be closed.
Thanks to the CasinoGuru team.
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1 year ago
Thank you, wuhu93, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, SpinBounty Casino team, for your cooperation.
Best regards,
Branislav, Casino.guru
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